Consumer Behaviour Chapters 11-16 Flashcards by Tayedra Koppe

Which consumer influences are independent of enduring consumer, brand, or product characteristics?

Situational influences
Individual difference variables
Traits
Product life cycle

Situational influences

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Canadians drinking hot chocolate in the winter because it is cold outside is an example of which situational influence category?

Time
Place
Traditions
conditions

conditions

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Jessica is going shopping to buy school supplies for her children. Which type of shopping is she doing?

Acquisitional shopping
Epistemic shopping
Experiential shopping
Impulsive shopping

Acquisitional shopping

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Canadians flooding across the border into the United States to take advantage of Black Friday deals is an example of what?

Outshopping
Experiential shopping
Utilitarian shopping
Distant shopping

Outshopping

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What is the term for a naturally occurring mental comparison of one’s self with a target individual?

Social reverse
Social attractiveness
Social comparison
Social inversion

Social comparison

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Which of the following is an antecedent condition?

Background music
Servicescape
Consumer budgeting
Atmospherics

Consumer budgeting

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The term “temporal factors” is sometimes used to refer to situational characteristics related to time.

True
False

True

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Circadian cycles deal with our sleeping and waking times.

True
False

True

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Retail stores have personalities.

True
Fasle

True

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Impulsive acts are usually associated with a diminished regard for any costs or consequences associated with the act.

True

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Impulsivity is a situational variable.

True
False

False

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Two factors that help merchandisers create a successful shopping environment are fit and freedom.

True
False

False

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The speed of background music influences the speed at which consumers shop.

True
False

True

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Ian was carjacked at the mall and is scared to go back. This would be considered an antecedent condition.

True
False

True

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Which of the following are activities in the decision-making process?

Evaluation of alternatives
Exchange
reaction
Value

Evaluation of alternatives

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Which decision-making perspective assumes that consumers often make purchases and reach decisions based on the affect, or feeling, attached to the product or behaviour under consideration?

Rational perspective
Functional perspective
Experiential perspective
Behavioural influence perspective

Experiential perspective

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What is the term for the practice of using decision-making shortcuts to arrive at satisfactory, rather than optimal, decisions?

Satisficing
Compromising
Habituation
Rigging

Satisficing

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What is the term for the situation in which consumers are presented with so much information that they cannot assimilate it all?

Information burden
Information regret
Information overload
Information saturation

Information overload

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Katherine wants to purchase a new vehicle and is gathering information from sources such as friends, family, salespeople, advertising, and the Internet. What type of search is she conducting?

Extended search
Compulsive search
External search
Objective search

External search

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Which of the following is NOT a factor influencing the information search effort?

Degree of competition
Product experience
Involvement
Attitude towards shopping

Degree of competition

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Perceived risk refers to the perceptions of negative consequences that are likely to result from a course of action and the uncertainty of which course of action is best to take.

True
False

True

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Limited decision making usually occurs when there are relatively low amounts of purchase risk and product involvement.

True
False

True

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The desired state is the perceived state for which a consumer strives.

True
False

True

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The total collection of all possible solutions to a recognized need is referred to as the universal set.

True
False

True

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Sponsored advertisements on search engines and social media sites have little impact on the ease of consumer online shopping. True False

False

Expansion of mobile technologies is likely to divert consumers from using the Internet as an external search resource. True False

False

What is the term for attributes that consumers consider when reviewing possible solutions to a problem? Consideration criteria Categorical criteria Determinant criteria Evaluative criteria

Evaluative criteria

What is the term for the idea that perfectly sound decisions are not always feasible due to constraints found in information processing? Bounded effectivism Bounded evaluation Bounded irregularity Bounded rationality

Bounded rationality

What is another term for underlying attributes that are not readily apparent? Experience qualities Latent attributes Search qualities Secondary attributes

Experience qualities

Jack is making mental assessments of the presence of attributes and the benefits associated with those attributes. What is the term for these mental assessments? Judgments Hierarchies Cognitive discrimination Affect referral

Judgments

Which technique can marketers use to understand the attributes that guide preferences by having consumers compare products across levels of evaluative criteria? Regression analysis Time-series analysis Conjoint analysis Cluster analysis

Conjoint analysis

Mark sets a minimum mental cutoff for two features and will select the product that meets or exceeds this relatively high cutoff on either of those features. Which rule is Mark using? Compensatory rule Lexicographic rule Disjunctive rule Elimination by aspects rule

Disjunctive rule

Benefits play a limited role in the value equation. True False

False

Subordinate product categories are more detailed than superordinate categories. True False

True

Friends, family members, and reference groups have an impact on the type of criteria that are used for decision making. True False

True

The term “branded variance” is used to describe the practice of offering essentially identical products with different model numbers or names. True False

True

There are two major types of noncompensatory rules: primary and secondary. True False

False

When consumers choose a product that they believe performs best on the most important feature, they are following the elimination-by-aspects rule. True False

False

What is the term for goods that are usually consumed over a long period of time? Commodity goods Lasting goods Utilitarian goods Durable goods

Durable goods

The consumption of which type of things adds value over the consumption of synthetic experiences? Authentic Durable Physical Temporal

Authentic

When a consumer anticipates an outcome that could bring about a better situation, what emotion does he or she feel in return? Hope Loyalty Satisfaction Value

Hope

Eddie has a lot of experience with lawn equipment, so he forms expectations regarding the performance of other lawn equipment based on that experience. Which type of expectation is this? Normative Ideal Equitable Affective

Normative

Which theory states that consumers are motivated to act in accordance with their attitudes and behaviours? Confirmation theory Balance theory Self-perception theory Consistency theory

Self-perception theory

Which of the following is a key element of attribution theory? Equality Self-perception Conformity Control

Control

What is the term for the measurement that asks about a consumer’s satisfaction with various components of a product, service, or experience? Direct, global measure Attribute-specific measure Disconfirmation measure Linear measure

Attribute-specific measure

Satisfaction or dissatisfaction is the only postconsumption emotion experienced by consumers. True False

False

According to consumer behaviour theory, low satisfaction necessarily means high dissatisfaction. True False

False

Consumer expectations have two components: the probability that something will occur and the evaluation of that potential occurrence. True False

True

Marketer should be very careful about setting firm performance expectations of their brand. Not fulfilling that expectation will directly influence how a consumer views and interacts with that brand in the future. True False

True

Equity theory proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange. True False

True

Lingering doubts about a decision that has already been made cause cognitive regret. True False

False

Consumer trashing is the packaging that is no longer necessary for consumption of a product to take place. True False

False

Which of the following is a postconsumption behaviour? Satisfaction Disconfirmation Attachment Complaining

complaining

How are complainers and non-complainers different? Complainers are less likely to become satisfied customers Complainers are more likely to return to the store Non-complainers are a valuable source of information Non complainers don't tell others about their experience

Complainers are more likely to return to the store

What is the term for the situation when a consumer yells and makes a public scene about an unsatisfactory experience all in the hope of harming the business? Realitory revenge Rancorous revenge Negative word of mouth Negative public publicity

Rancorous revenge

Which of the following is NOT a suggestion for handling consumer complaints effectively? Apologize sincerely Explain the corrective action that will take place Refund double what the customer paid Act quickly

Refund double what the customer paid

Which theory plays a role in explaining why a consumer who holds strong convictions about a brand is less likely to be affected by negative WOM? Equity theory Balance theory Actualization theory Self-congruency theory

Balance theory

Which behaviour is exhibited by consumers who choose a competing choice, rather than the previously purchased choice, on the next purchase occasion? Disconfirmation Switching Dissatisfaction Negative affect

Switching

Bundled pricing can result in a perceived and actual increase in price if only one of the products is replaced. This is an example of which type of switching cost? Procedural Financial Relational Satisfactory

Financial

Which of the following is a behavioural component that is indicative of customer loyalty? Satisfaction Customer switching Customer share Customer interia

Customer share

Due to a negative past experience, Paul will do everything possible to avoid shopping at Walmart. In fact, he hasn’t been in one for more than 10 years. Which of the following best describes Paul? Complainer Inter customer Biased customer Anti-loyal customer

Anti-loyal customer

Which characteristic of relationship quality occurs when the customer feels that he or she is being treated as an individual with unique needs and wants? Competence Trust Equity Personalization

Personalization

Procedural justice is a preconsumption sense of transaction fairness. True False

False

Competitive intensity refers to the number of firms competing for business within a specific category. True False

True

A healthy relationship between a consumer and a marketer enhances value for both the consumer and the marketer. True False

True

Which type of behaviour violates generally accepted norms of conduct? Anti-loyal behaviour Negative word of mouth Smoking Consumer misbehaviour

Consumer misbehaviour

What is the term for the practice of buying products with the sole intention of returning them after they have been used? Retail borrowing Purchasing misbehaviour Entitlement behaviour Retail abuse

Retail borrowing

What is the term for the ideas that most consumers have about the perceived ethicality or morality of behaviours? Moral compass Moral beliefs Moral equity Moral conscience

Moral beliefs

Which of the following involves disrupting advertisements and marketing campaigns by altering the messages in some meaningful way? Dysfunctional consumer behaviour Anomie Culture jamming Marketing abus

Culture jamming

Which of the following describes the activities of various groups to voice concern for, and to protect, basic consumer rights? Consumerism Marketing ethics Environmentalism Social responsibility

Consumerism

Which of the following is one of the most visible elements of the marketing mix and thus where most policies are questioned? Product Distribution Pricing Promotion

Pricing

Canadian Tire’s support of the Jumpstart physical activity program for kids is an example of the company giving back to communities through which charitable activity? Ethical Altruistic Strategic Social

Altruistic

In order to protect children from advertising, the CRTC requires ads to comply with which of the following? Children’s Protection Act Children’s Online Privacy Protection Act Advertising to Children Review Unit Broadcast Code for Advertising to Children

Broadcast Code for Advertising to Children

Corporate social responsibility may be defined as an organization’s activities and status related to its societal obligations. True False

True

The Department of Justice is one of the federal regulatory bodies that has a role in protecting consumers’ personal information. True False

True

Under CASL, commercial electronic messages sent by companies enforcing contractual obligations need to have a recipient’s expressed consent. True False

True

Consumer Behaviour Chapters 11-16 Flashcards

(76 cards)